Inbound Team Leader
Summary
Leads an inbound contact center team in a bank, driving client sales and service while managing operations and financial performance for consumer banking.
To implement, enable, scale, entrench, engage and commercialise the consumer client value proposition/s and life journeys in the Voice Branch, country in collaboration with other Segments, Client Solutions, Engineering and country stakeholders through the client engagement platforms. To drive integrated ways of work with Client Coverage, Digital and eCommerce for the delivery of client sales and service needs.
Type of Qualification: First Degree
Field of Study: Business Commerce or equivalent
Experience Required
Personal and Private Banking
3-4 years
Experience in all facets of Consumer Banking, including heading up a segment. Knowledge and experience of consumers, their needs and their markets gained from an extended period of industry experience and a proven track record in high-level leadership in organisations of comparable size and complexity. Experience in managing an inbound / outbound contact centre. Experience in managing an income statement. Exposure to product development, customer insights and building of financial solutions.
Behavioural Competencies:
- Developing Strategies
- Directing People
- Embracing Change
- Empowering Individuals
- Establishing Rapport
- Generating Ideas
- Making Decisions
- Producing Output
- Seizing Opportunities
- Showing Composure
- Team Working
- Valuing Individuals
Technical Competencies:
- Customer Understanding (Business Banking)
- Financial Acumen
- Product Knowledge (Business Banking)
- Risk Management
- Risk Reporting
- Risk/ Reward Thinking
- Strategic Planning and Reporting